We had a franchisees training day last Saturday and one of the things that the franchisees brought up was the increasing number of jobs they had got to where the
panels in the oven have been tightened up too much, so much that they couldn’t get them off because the screws had been rounded off. I think the main reason if that some oven cleaning companies are using electric screwdrivers to tighten up the screws and over tightening them and doing so ruining the screws/nuts.
For us when we get to these it’s a case of pointing this out to the customer when we do our checks and apologising for being unable to do the full clean that we normally do.
This has been mainly on the NEFF, Bosch ovens where you need to use a T15 hex tool to get them off rather than using a screwdriver.
I learnt when I was in the RAF about how not to tighten up nuts when I over tightened a nut in the cockpit of a Sea Harrier Jump Jet. The nut overtightened and then head fell off, meaning a complete strip down of the cockpit to re tap and die the nut. So these days I check the screws are tight but don’t over do it.
We carry the T15 with a ratchet screwdriver. For me this is has always the most I have ever needed as they normally come off very easily and you just need to tighten them up so they are just tight.
Anthony our OvenGleamers Franchisee in Cardiff has a great start and we helping him to build his business in Cardiff.
He hasn’t had any big problems but he did have one when cleaning a Leisure range cooker:
I went across to help him last week as he was having a problem getting a door back onto the cooker. I talked through the problem one the phone with him but we weren’t getting any where. So I thought I might as well just drive over and see if I could fix it as Cardiff isn’t that far for him. I was expecting to walk in and put the door on and then leave, but it really wasn’t that easy.
The door wouldn’t go back on. There was a problem with the locking clasp not lining up. So you put the door back into position getting the grooves on the door lined up and then to unlock the hinges you have to push the locking clasp back into position, but it wouldn’t go back in. I spent a while, about twenty minutes, trying to get it back on and then realised that the reason it wasn’t going back into position was that the metal plate into which the groove in the door fits was bent inwards. It wasn’t us who did this and from what I could see it would have been pretty difficult to bend it, so really I wasn’t sure what happened there.
This was the reason for the clasp not closing as it didn’t have room to close down. So in the end I filed the two clasps down a bit and they then closed. Problem solved. It’s the first time I’ve had this problem but something we need to look out for when cleaning these sort of range cookers.
On the same job Anthony had also made the mistake of unscrewing a side opening door from it’s bracket. The back plate on the bracket then fell inside the oven. In the end we had to get a repair company to come out and sort it. They came out on the same day and fitted.
Even though there were these couple of problems the customer was very happy with the clean.
Here is our new franchisee for Cardiff North, Anthony Sellick, who will be providing a professional oven cleaning service in Cardiff.
Anthony has actually be a key person in a very large cleaning company in Cardiff and has extensive knowledge of the cleaning industry especially in Cardiff and surrounding area.
Here I have done my local marketing video slightly differently to how I have been doing them in the past.
I have re-written the script and added an offer, and done some more bits to optimise the listing in both YouTube and Google.
So it will be interesting to see if it will work better.
We held this years AGM at our office in Pill on the first Saturday in January and used our training room at our office for the training! If you have been to see us this is the room that I have got set up as a film studio most of the time with a large green screen and lights all set up. When the lights are put away and the screen moved back we can put enough chairs to sit up to 25 franchisees, guests and some partners. We had a look at the room this year and we may be able to do one more AGM in our office before moving somewhere else as it is becoming a bit of squeeze, but we will see on how fast new franchisees join us this year.
The day went very well we started at 10.00 with my wife Catherine bringing everyone up to speed and introducing the new franchisees and talking through the year’s successes using promotions and advertising mediums.
One that stood out was one of our OvenGleamers franchisees did a promotion and got 56 bookings in two days! To appear at the event cost £120 and he was hoping to get at least 3 bookings, but it went crazy with people queueing to book and he booked all them all in. So a return of £5,000 for two days standing around. He did have a bit of a sales process in place. The van was there and he was able to talk through the way we do things, showing them the Mercedes van, the dip tank and rear wet area, and show them pictures of the results, and all this together, and of course being at the right place, at the right time, worked very well.
We had two guest speakers and we announced two things:
1. The introduction of our new Customer Service software GRACE™ which is going to revolutionise our business for both ourselves and all the franchisees. And we are looking to see the growth of both our own multi van business and each of the franchisees business this year is increased by the use of GRACE™ this year. GRACE has been developed for us by a local software company and was something we wanted to introduce to enhance the customer experience with OvenGleamers.
2. The introduction of my new OvenGleamers Academy™.
For this I have set up an exclusive website for franchisees and uploaded all the content that we have put together for the franchisees in one place, which includes the 22 one hour long training webinars we have done over the last two years for the franchisees. I have set up a franchisee forum on the site and also am in the process of making a full set of training videos for technical help, which will, I hope, be invaluable for the franchisees and help to prosper and grow.
Lunch was at the Indian Restaurant across opposite our office (if you have been listening to my podcast you may remember that this restaurant closed but has since reopened with new owners) which was fabulous.
In the afternoon we had a technical discussion and finished at about 4pm.
In the evening it was a Christmas ‘Do’ at the Walton Park Hotel in Clevedon which still had the tree up, with our employees and the franchisees. Walton Park gets better every year, they have had a refurbishment programme so everything looks a lot better there now, and I found a very good conference room with fantastic sea view aspect that will be an ideal location for future AGMs …